servicenow overview
DESCRIPTION
ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships across the global enterprise. Organizations deploy our service to create a single system of record for IT and automate manual tasks, standardize processes, and consolidate legacy systems. Using our extensible platform, our customers create custom applications and evolve the IT service model to service domains inside and outside the enterprise.TRANSCRIPT
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ServiceNow
Client Director
The Enterprise IT Cloud Company
Jeremy Smith
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ServiceNow - The Enterprise IT Cloud Company
To IT For IT Thru IT
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Enterprise
Department
ConsumerEntertainmentShopping Communications
Sales Finance Human Resources
Enterprise IT Infrastructure Developers
Not All Clouds Are Created Equal
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The Largest Companies in the World Rely on ServiceNow
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Service RelationshipManagement
Inside and Outside the Enterprise
ERP/IT
Information Technology
IT ServiceManagement
IT Operations
HelpDesk
Help Desk
IT Service Management
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INFORMATION TECHNOLOGY
IT: The ‘New Manufacturing’
LEGALFINANCE FACILITIES
SALES SERVICES
HUMANRESOURCES
CUSTOMERSUPPORT
MARKETING
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Executives
Requester ProviderBUSINESS
MANAGEMENTPROCESS
AUTOMATIONRECORDKEEPING
SERVICEEXPERIENCE
Four Pillars of Service Relationship Management
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RequesterSERVICE CATALOG
SEARCH KNOWLEDGE
COLLABORATE
SERVICE CATALOG
SEARCH KNOWLEDGE
COLLABORATE
Provider
Executives
SERVICE RECORD
> HELP
> ORDER
> CHANGE
> INFO
SERVICE-ORIENTEDWORKFLOW
ASSIGN &TRACK WORK
UPDATE SERVICE STATUS
Service RelationshipManagement
APPROVALS &NOTIFICATIONS
KPIDASHBOARDS
BUSINESSDASHBOARDS
REPORTING& ANALYTICS
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How We Used To Work
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What We’ve Been Doing
Emails Spreadsheets Phone Calls
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How we are going to work
CLOUD MOBILE LIGHTSPEEDGLOBAL
Mobile
ResourceMgt
Security
Patch MgtDiscovery
IT Cost
Asset
EventMgt
Collaboration
PlanningGovernance
Vendor
Support
Reporting
Deploy
SDLC
CMDB Business intelligence
Backup
Server Monitoring
Network Monitoring
Application Monitoring
Authentication
Service Providers Line-of-Business
ServiceNow: Managing Enterprise Service Relationships
CMDB ChangeProblemRelease Incident Service CatalogPass Reset Work HR CaseAsset
SERVICE MANAGEMENT
OPERATIONS MANAGEMENT
Config Automation OrchestrationDiscovery Cloud Provisioning
APPLICATION DEVELOPMENT
SDLC Custom Apps ‘Citizen’Creators
ProfessionalCreators
Project & PortfolioCostVendor PerformanceGovernance Analytics
BUSINESS MANAGEMENT
ENTERPRISE SERVICE MODEL
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PlatformSingle architecture and single data model - Social IT Reporting Survey Management Content Management System Knowledge Management & Managed Documents Service Level Management Graphical Workflow App Creator Team Development Mobile – tablet & phone
ServiceNow Portfolio
InfrastructureApplications
Resource
SDLCRelease
Incident
Problem
Change
OperationalApplications
Work
ManagementApplications
Password ResetConfig / CMDB
Service Catalog HR Service Automation
IT CostIT GRCProject Portfolio Performance Analytics Vendor PerformanceVendor Performance
Asset Cloud ProvisioningDiscovery Orchestration Config. AutomationConfig. Automation
Service AutomationPlatform
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Single Data Model Example: Vendor Performance Management
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Vendor Performance Management
Single data model provides the first truly integrated vendor performance management
Problem
Incident
Asset
Platform – Survey Management & Custom Apps
INCIDENT RECORDS
PROBLEM RECORDS
WARRANTY EXPIRY & SERVICE CONTRACTS
SURVEY
DATA
Catalog ORDER VOLUMES
IT Cost IT COSTS
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Market
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